As a service organization, IPC manages a value-based food service supply chain for more than 24,000 SUBWAY restaurants in the United States and Canada. Newly implemented electronic gift card, loyalty card and credit card programs brought a significant increase in service level requirements as the popularity of these programs rapidly grew.

Greenville, SC-based Customer Effective was selected as an expert to develop, deploy and manage a fast-track CRM implementation for IPC. Customer Effective led the project, which included integration with an existing in-house membership database application IPC uses for tracking all franchise information. As a key component of the implementation, Customer Effective provided comprehensive user training and post-deployment support.

IPC uses CRM to track all customer calls, e-mails and questions from initial inquiry through resolution. This tracking includes the time involved to handle any issue so that all activity related to it is captured. Everything is documented in one place because CRM tracks it all.

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